The active listening technique "Paraphrase" involves repeating what the interlocutor said in other words. This way, you let him know that you hear and understand him perfectly. Or, on the contrary, you show that you need to pause and explain your words. This way, you clarify the necessary information and demonstrate your interlocutor's support.
Rephrase the meaning and content of the speech, not the emotions and feelings of the speaker. Answer in your own words, with facts, without evaluations and judgments. Rephrase as a statement, not in a question form. The speaker will perceive such an answer more friendly.
When paraphrasing, you can greatly shorten the remark. This will look like a summary or a summary of the speaker's main thoughts. The method allows you to "reduce" the interlocutor's words to their essence.
Name the feelings
Speak the emotions that your botim database opponent is experiencing. Say out loud what you notice. For example: "I see that you are upset about the current situation." By identifying feelings, you make it clear that you understand the emotional state of the interlocutor perfectly. After he feels support, he will trust you. The interlocutor will pay attention to his feelings and take control of them or object that this is not so. As a result, the degree of negative experiences will decrease, the conversation will become more open.
Try to understand the emotional state of the interlocutor and avoid judgment and evaluation. If you have doubts that you have identified the emotions of the opponent correctly, you can insert phrases such as “maybe”, “it seems to me that…”. This will smooth out your judgment.
Paraphrasing
Child psychologist Julia Gippenreiter describes this technique very well in her book "Miracles of Active Listening". A father and his seven-year-old son were late for the last bus. On the way to the bus stop, the boy wanted chocolate, but his dad refused him. The offended son began to deliberately lag behind, look around and deliberately walk slower. The man had a choice: to grab the child in his arms and drag him by force, or to be late for the bus. He said to his son: "Denis, you felt sad because I didn't buy you chocolate. You were offended at me." Then something happened that the man did not expect at all: the child gave his hand to his father, and they walked together to the bus stop at a fast pace.
Bodily Phenomenology
This technique involves carefully observing the movements of the interlocutor and voicing them. For example, during a visit to a psychiatrist, a person may clench his fists when his spouse is mentioned. In class, a student holds his breath if the teacher starts asking him exactly the task he has not completed.
Non-verbal techniques of active listening will help you understand the state of your interlocutor and determine his emotions. Such comments will help your opponent observe his movements from the outside, react adequately and calm down.
In the sphere of telephone sales, it is much more difficult to use the non-verbal technique of active listening, since there is no opportunity to see the client to read his emotional state. Here it will not be possible to support the interlocutor with a smile or a calming gesture. But such difficulties do not interfere with the use of the technique of active listening. Professionals can do everything!
How to talk to clients? Oratorical skills will bring success: the speech should be clear, specific and without complex sentences. There is no need to argue or question the speaker's words. The client is always right. Even if this is not so, you should still agree. At the same time, you need to make an effort to win the client over to your side: tell about all the advantages, work through objections.
Download a useful document on the topic:
Checklist: How to Achieve Your Goals in Negotiations with Clients